FAQ exchange concept
My AVL DiTEST device no longer works. How can I report this to AVL DiTEST and order a exchange device?
Please report an AVL DiTEST device that is not working properly to our support team by telephone (+49 9103 7131-0) or by e-mail (support.ccc@avl.com). Please have your customer number and the serial number of the device ready.
My AVL DiTEST device is no longer working. When will I be able to work again?
As part of our replacement device service, you will normally receive a replacement device within 24 hours.
Will I receive a new device when I replace my device?
You will receive an exchange device that has been completely overhauled and is in the same optical and technical condition as a new device.
Is it possible that I will receive an older device as an exchange device?
It is quite possible that the production date of your new replacement device is earlier than that of your returned device. However, you can rest assured that you will receive a state-of-the-art product that is equivalent to a new device.
After some time, my exchange device is no longer working properly. What do I do now?
You receive a six-month service guarantee on our refurbished replacement device.
How does my defective old ldevice get to AVL DiTEST?
Once you have reported a malfunctioning device to our support team, they will arrange for the defective device to be collected immediately. Collection by one of our transport service providers usually takes place one working day after delivery of the replacement device.
What do I have to do before collecting the old device?
Our support team will inform you of a time slot for collecting the device. At this time, the old device must be securely packed and made available to our transport service provider at the address provided to AVL DiTEST. The old device must be sent in the so-called returnable packaging in which the replacement device was previously delivered.
What costs will I incur if I make use of the exchange device service?
If you are using the corresponding AVL DiTEST device with a valid service contract, the device replacement is free of charge for you. Otherwise, costs will be incurred which vary depending on the device. If you have any questions, please contact the AVL DiTEST sales team.
What happens to my old device after I have handed it over to the carrier?
The device is brought to our AVL DiTEST service centre where it is dismantled, cleaned, repaired and fitted with state-of-the-art components as part of the reconditioning process. It is then ready for despatch to the next customer.
I have not received an exchange device after 24 hours. What do I do now?
Due to external circumstances beyond our control (e.g. availability of spare parts, delays in delivery), there may be a delay in the delivery of the exchange device. In such cases, please contact AVL DiTEST Support by telephone (+49 9103 7131-0) or by e-mail (support.ccc@avl.com).
